AccountId: 011433970860
ContactId: 58a3d4fd-13a2-464c-8b57-157bf66ced74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296519 ms
Total Talk Time (AGENT): 123420 ms
Total Talk Time (CUSTOMER): 75948 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/58a3d4fd-13a2-464c-8b57-157bf66ced74_20250217T20:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to get the status on a claim.
[AGENT][NEUTRAL] OK, I can verify claim status, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number is 02563566.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is [PII] $405.
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] OK, was this for an exam and looks like FMX?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me
[AGENT][NEUTRAL] OK, uh, show on this claim, uh, check was mailed in amount of I'm sorry, $275.60 and this was on.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, was it sent to our address or the patient because we haven't received it yet?
[AGENT][NEUTRAL] One moment, see.
[AGENT][NEUTRAL] Uh, it was sent to, uh, Duluth Dental Smile, [PII].
[CUSTOMER][NEUTRAL] Um, that is the suite number. I don't know why it says south. There's no South in our address.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Of course, I can't see it. Give me one moment, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that's the address on the claim.
[CUSTOMER][NEUTRAL] Yeah, I don't know why it says that um, so what, what do we need to do? Does it show cash or is there?
[AGENT][NEUTRAL] Um, it's still showing outstanding, so what I'll do is send a request to our finance to verify the check is cleared. If not, uh, what they'll do is void and reissue since it's past the 30 days.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, yes, so, um, you're going to reach out to the, to a different department and then how will we know if, um.
[CUSTOMER][NEUTRAL] You're gonna issue a new one. Do we need to call back?
[AGENT][NEUTRAL] Um, you can, or I can give them a call, uh, give you a callback number and they can call to verify if it's been reissued, and your callback number is [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I can send a request and have someone give you a call that if it's been bought and reissued.
[CUSTOMER][NEUTRAL] OK perfect alrighty I'll make a note. What's your name and reference number?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII], and we don't give reference numbers, however, if you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] OK alrighty I will wait for that thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.